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EXIN ISO20KF Exam Syllabus Topics:

EXIN ISO / IEC 20000 Foundation Sample Questions:

1. Which one of the following standards is concerned primarily with security?

A) ISO/IEC 27001
B) ISO 9001
C) ISO/IEC 20000
D) ISO/IEC 15504

2. Top management needs to ensure that its employees are aware of the relevance and importance of their activities. What else do all employees need to be aware of?

A) how they can provide policies and a framework for a Management System
B) how they contribute to the total salary reduction
C) how they contribute to the Total Cost of Ownership (TCO)
D) how they contribute to the achievement of the Service Management objectives

3. What does the concept of "quality" comprise?

A) execution of Service Level Agreements (SLAs) only
B) maximizing utilization of personnel capacity
C) gaining ISO/IEC 20000 certification
D) satisfying customer requirements

4. The ISO/IEC 20000 standard requires that a minimum set of service reports is produced. How are these service reports used?

A) To compare the performance of the Service Desk with service targets
B) To present a professional image of the company
C) As the basis for making management decisions and taking corrective actions
D) As input to financial management in order to determine charges for the service

5. Why is it important that reviews are conducted at regular intervals during the Check phase of the Plan-Do-Check-Act (PDCA) methodology?

A) to be able to establish the Service Management policy, objectives and plans
B) to be able to allocate roles and responsibilities
C) to be able to define the objectives and requirements that are to be achieved by Service Management
D) to determine whether the Service Management requirements are effectively implemented and maintained

Solutions: